ROLE SUMMARYThe Director of Service leads Marchay's Service organization, driving exceptional member experiences through strategic leadership, operational excellence, talent development, and performance management. This role partners cross-functionally to optimize service delivery, strengthen member retention, and scale the organization while maintaining Marchay's high-touch luxury service standards.
CORE RESPONSIBILITIES- Lead the Service organization, ensuring consistent delivery of exceptional member experiences through service excellence, operational execution, and adherence to service standards and SLAs.
- Oversee Service Team performance by establishing KPIs, coaching leaders and advisors, driving accountability, and supporting onboarding, training, career development, and performance management.
- Own member retention and service quality by leading complex escalations, service recovery efforts, and continuous improvement initiatives that strengthen member satisfaction and loyalty.
- Partner cross-functionally with Membership, Operations, and Executive Leadership to improve workflows, optimize capacity planning, and support scalable organizational growth.
- Build and maintain strategic relationships with luxury travel partners, suppliers, and industry organizations to enhance service delivery and support key business initiatives.
- Oversee advisor participation in trade shows, FAM trips, and educational opportunities, ensuring equitable processes, alignment with business priorities, and measurable return on investment.
- Serve as a senior leader and trusted resource across the organization, providing guidance during complex member situations, supporting cross-functional collaboration, and stepping in to ensure seamless service delivery when needed.
RequirementsCORE REQUIREMENTS- 8-10+ years of experience in luxury travel, hospitality, service leadership, or a related high-touch client environment
- At least 5 years of experience as a luxury travel advisor
- Meaningful people leadership or team mentorship experience
- Strong experience handling escalations, service recovery, and complex client situations
- Deep understanding of high-touch service expectations and advisor support in a luxury environment
- Experience creating structure, training, and process improvements within growing teams
- Familiarity with travel industry partnerships, host agency relationships, and advisor support models
- Available during Eastern Time business hours and for weekend and holiday team coverage
- Bachelor's degree
- Experience managing supplier relationships and working with Sabre is a plus.
Benefits- Comprehensive Benefits: Fully covered medical, dental, and vision insurance
- 401(k) Plan: Access to our retirement savings program
- Generous Time Off: Ample PTO plus company holidays to recharge and reset
- Flexibility: Remote work environment with the ability to manage your schedule effectively
